Afrihost support - what the actual chops is going on?

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Brenden_E

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I am losing my mind with these guys. Quick rundown:
  • I give notice end Nov to freeze my uncapped account to take effect in Jan
  • Receive my invoice for Jan and the uncapped account is still on there, open a ticket to remove it
  • The tech support instead upgrades my capped account to another uncapped account (I still have no idea why he did this, I couldn't get any answers when I asked why)
  • After 10 emails they finally downgrade the extra uncapped account and tell me my other uncapped account will be canceled and I won't be charged
  • Just got smacked with a debit for 2x 4mb uncapped accounts.

Happy new year from Afrihost!
 
To add, I am generally happy with Afrihost - the accounts work well enough. But this was an epic balls up. They just kept making blunder upon blunder. Instead of a +-R120 bill, I ended up with a bill for R1.1K. Imagine all the big Macs I could have bought with that...
 
Brenden_E said:
I give notice end Nov to freeze my uncapped account to take effect in Jan
Click to expand...

Just wondering if you did that via the ClientZone portal (Edit Package -> Pause this Service), or if you used some other method that caused an AH employee to service your request?

HelterSkelter said:
Oi, who is doing their billing, the City Of Jozi's billing department?
Click to expand...

The stuff that horror stories are made of.
 
j4ck455 said:
Just wondering if you did that via the ClientZone portal (Edit Package -> Pause this Service), or if you used some other method that caused an AH employee to service your request?



The stuff that horror stories are made of.
Click to expand...

Wrote an email to the support department.
 
j4ck455 said:
Just wondering if you did that via the ClientZone portal (Edit Package -> Pause this Service), or if you used some other method that caused an AH employee to service your request.
Click to expand...

[-]Wondering about this too. Let us know.[/-]

Ignore that, I see your above post.
 
Last edited:
Brenden_E said:
Wrote an email to the support department.
Click to expand...

I suspect what is happening is that AH has ended up employing some less than competent support staff (probably on a benefit of doubt basis) to try and keep pace with AH's ever increasing customer base. It will take time but eventually the less than competent people figure out that their career is not going anywhere and they find jobs at unsuspecting companies, and the cycle repeats.

AH's ClientZone is good enough for most requests to be processed automatically, such that you can avoid dealing with less than competent support staff.
 
This^

I think AH have had phenomenal growth and success over the last few years, but now it's starting to catch up with them from a support and pricing perspective, they're starting to lag behind. I love being an AH client, but once I'm back in Jozi next week I'm seriously starting to think about changing
 
I actually upgraded from 1Mbps to 2Mbps, just to trail for a month or so. That was in Dec 2013. Still getting line speed of a 1Mbps.

So PM Afriman/afriguy. They request I do a trace route and send the info to them. Done. Haven't heard anything back from them yet. 2 days and counting.
 
^^

At the moment my Afrihost uncapped is on vacation (the backup TI account is sufficient for current needs with the uncapped after hours and doubled up promotion) so I really can't comment on how its running at the moment but you could see that there was a hell of a lot of uptake on the network last year. No doubt the bumping up of line speeds and so on also plays a role in putting pressure on ISPs but it doesn't lead to more quality hires etc ... My Afrihost Mobile account works perfectly when I need it - out at a coffee shop or when Eksdom/Kouga decide to trigger blackouts.
The support has always been responsive when I've needed it and their presence on MyBB is amazing and responsive to all sorts of things - pick up a problem on their website and they fix it. The giving away of a ton of mifi devices and donating proceeds from the "data burgers" couple well to the fact that they genuinely make waves in the industry and gamble on the Internet and customer.

I suspect that the mobile venture has put a lot of strain on Afrihost and the returns are a little bit away still.
 
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